Training Development Full

8/2/2019 Training Development Full

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TRAINING AND DEVELOPMENT IN HOTEL INDUSTRY

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ACKNOWLEDGEMENT

I would like to thank the faculty of DON BOSCO COLLEAGE, SULTHAN

BATHERY for giving me this opportunity to explore into an area of my interest

and their full cooperation during the different stages of my project.

I would like to thank Prof. George Abraham, Faculty DIVYA DAS, for guiding

me and enriching my project through her valuable outputs from her reservoirs

experience. She was extremely helpful in ensuring that my project was

progressed on the right track.

I would like to acknowledge my wholehearted thanks to


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INTRODUCTION

Hospitality sector is growing at a very fast rate in India. The sector is growing at

a rate of approximately 8%. This sector can be classified into hotel industry,

travel and tourism, restaurants, pubs, clubs and bars, contract catering, and

aviation. Other than that, opportunities also exist in universities, sporting

venues, exhibition centers and smaller events management companies. The

major challenge of this sector is shortage of skilled employees along with thechallenge of attrition rate. Skilled chefs and managers are in great demand.

Managers require huge range of competencies such as, people management,

viable skills, business insights, analytic skills, succession planning, and resource

development in order to get success in this sector. In addition to that, employees

are not enough trained on Business Etiquettes, Courtesy, and Business

Communication. Hospitality is all about handling people. So an employee must

have right attitude, tolerance, and listening skills in order to move up the

hierarchy. There is still a long way to go to inculcate good public relation,

interpersonal skills. A punishing environment, it demands exceptional

performance from employees, while promising great rewards, career

opportunities and job enrichment. The skill sets required by an employee have

evolved over the years, transforming their linear roles to multi-functional

operations.


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Staff training is chosen to be the topic of this thesis,

because understanding Human Resource Management extensively in business

brings unimaginable benefits and due to the authors personal interests in this

subject after finishing her practical training. Moreover, this is also a great

opportunity to get to know Human Resource Management in a deeper

perspective, although Staff Training is just a small part of Human ResourceManagement, it is really interesting to take a close look at it. In this chapter, the

background of the thesis and the aim of this thesis study will be introduced, and

then the motivation will be explained, what leads the author to this study.


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INDUSTRY PROFILE

The word hotel is derived from the French hotel (coming from hate meaning

host), which referred to a French version of a townhouse or any other building

seeing frequent visitors, rather than a place offering accommodation. A hotel is

an establishment that provides paid lodging on a short-term basis .The provision

of basic accommodation, in times past, consisting only of a room with a bed, a

cupboard, a small table and a washstand has largely been replaced by rooms

with modern facilities, including en-suite bathrooms and air conditioning or

climate control. Additional common features found in hotel rooms are a

telephone, an alarm clock, a television, and Internet connectivity; snack foods

and drinks may be supplied in a mini-bar, and facilities for making hot drinks.Larger hotels may provide a number of additional guest facilities such as a

restaurant, a swimming pool or childcare, and have conference and social

function services. Some hotels offer meals as part of a room and board

arrangement.

Hotel Industry in India has witnessed tremendous boom in recent years. HotelIndustry is inextricably linked to the tourism industry and the Growth in the

Indian tourism industry has fuelled the growth of Indian Hotel industry. The

thriving economy and increased business Opportunities in India have acted as a

boon for Indian hotel industry.


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The Arrival of low cost airlines and the associated price wars have given

domestic tourists a host of options.

The 'Incredible India' destination campaign and the recently launched 'Atithi

Devo Bhavah' (ADB) campaign have also helped in the growth of domestic and

international tourism and consequently the hotel industry.

According to a report, Hotel Industry in India currently has supply of110,000

rooms and there is a shortage of 150,000 rooms fuelling hotel room rates across

India. According to estimates demand is going to exceed supply by at least

100% over the next 2 years.


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ORGISATIONAL PROFILE: Hotel Mintflower

Hotel Mint Flower is the three star facility Hotel at SulthanBathery in Wayanad

Dist Kerala. There are 37 guest rooms at Hotel Mint Flower that have been

categorized as Kabani Suite, Tippu Sultan Suite, Mint Flower Special Suite

(Air-Conditioned), Min Flower Special Suite (Non Air-Conditioned) and Non

Air-Conditioned Executive rooms. All guest rooms are tastefully furnished with

cosy beds, beautiful furniture and modern facilities. In-room amenities includecable television, telephone, fruit basket/cookies platter, internet access,

balcony/sit-out area, and an attached washroom with hot and cold running water

facility. Room service is also available at Hotel Mint Flower.

Hotel Mint Flower has an indoor A/c and non A/c restaurant serving a

wide variety of scrumptious dishes to guests. In addition to South Indian

delicacies, the restaurant serves delectable North Indian and Continental

cuisines. The coffee shop at Hotel Mint Flower offers aromatic coffee flavors

with yummy snacks. For conferences, business meetings and other related

events, Hotel Mint Flower has a well-equipped conference hall.

The hotel mint flower is to ready with more than seventy well skilled

employees and friendly management.


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EXECUTIVE SUMMARY

Training managers are always hard-pressed to prove the effectiveness of the

training programs they conduct. Organizations are under pressure to justify

various expenses. The training budget is, not exempted from this purview.

There are number of questions raised on the value derived from training

programsboth directly and indirectly. Business heads and training managers

are under pressure to prove the effectiveness of training.

Objective of this research study is to analyses the effectiveness of training

development programs on the employees after the study of different

management training and development program methods and approaches to

training. The research includes studying the impact of training and development

programs, studying the most widely used model for transfer learning and

providing an analysis of effectiveness of management training and development

program Banking and other sector. The scope of the study encompasses the

description of the different management training and development methods,

different approaches to training and analysis the effectiveness of the training

and development programs in the Banking and other sectors.

The methodology adopted was a thorough study of through magazines,

periodicals, research project and internet on different method of management


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training and development, different approaches to training and evaluation of

effectiveness of management training and development. Information gathered

from employees of the Banking and other sectors with regard to how effective

do they feel the training and development programs are.

The major finding of the study was that most of the employees feel that training

impacted to them is very useful in their development knowledge, skill and

abilities. No person can complete a task successfully until they trained to do thetask effectively and efficiently. This can be done through proper training.

Organization today have started realize importance of investment to training and

development programs and separate department looking after training and

development. Organizations should carry out cost- benefit analysis of the

investments made in the management training and development programs.There by ensuring a good Return on Investments (ROI).

The right training program must be implemented correctly in order to make the

management training and development program a success. Proper planning of

the entire training and development programs must be done starting from a

correct training need analysis till the correct implementation. Rewards andrecognizing the success of the training is very important to motivate the

employees and bring about a positive outcomes


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OBJECTIVES OF STUDY

Research Design:

Descriptive research design has been used for the purpose of the study. The

scope of the study encompasses the following areas.

To gain an understanding of the different training method.

To have an idea about the different management Development programs.

To analyze the effectiveness of the training and development programs adopted

in hotel Mintflower.

To study the developments of employee skill after the training and development

programs adopted byHotel Mintflower.


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RESEARCH METHODOLOGY

The study is based on primary data. There were collected from employees of

hotel mint flower .The information was collected by way of questionnaires. This

was the best possible mode of collecting. After studying available literature of

the topic of training and development, I prepared the questionnaire for

analyzing the effectiveness of training and development programs. The

questionnaire was designed to comprehensively cover all areas of training and

development programs and which could easily got the employees feedback.

Information was collected from various magazines, research projects and e-

articles.


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RESEARCH PROBLEM

The Research Is To Know About The Importance Of Training And

Development To Improve The Skills In Hospitality Industry And Study The

Various Training And Development Programs Also Make Sure To Know How

The New And The Existing Employees Perceive The Training And

Development Program, Determine The Major Factors Influencing The

Effectiveness Of Training And Development Program And Contributing To ItsEffectiveness To Investigate The Effectiveness Current Training And

Development Program By Analyzing Each Factor


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REVEW OF LITRITUREHUMANRESOURCE MANAGEMENT

Human Resource Management is defined as the people who staff and

manage organization. It comprises of the functions and principles that are

applied to retaining, training, developing, and compensating the employees

in organization. It is also applicable to non-business organizations, such as

education, healthcare etc. Human Resource Management is defined as the

set of activities, programs, and functions that are designed to maximize

both organizational as well as employee effectiveness

Scope of HRM without a doubt is vast. All the activities of employee, fromthe time of his entry into an organization until he leaves, come under the

horizon of HRM.

The divisions included in HRM are Recruitment, Payroll, Performance

Management, Training and Development, Retention, Industrial Relation,

etc. Out of all these divisions, one such important division is training and

development. Training and development is a subsystem of an organization.

It ensures that randomness is reduced and learning or behavioral change

takes place in structured format.
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TRADITIONAL AND MODERN APPROACH OF TRAINING ANDDEVELOPMENT

Traditional Approach Most of the organizations before never used to

believe in training. They were holding the traditional view that managers are

born and not made. There were also some views that training is a very costly

affair and not worth. Organizations used to believe more in executive

pinching. But now the scenario seems to be changing.

The modern approach oftraining and development is that Indian

Organizations have realized the importance of corporate training. Training is

now considered as more of retention tool than a cost. The training system in

Indian Industry has been changed to create a smarter workforce and yield

the best results
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TRAINING AND DEVELOPMENT OBJECTIVES

The principal objective of training and development division is to make sure

the availability of a skilled and willing workforce to an organization. In

addition to that, there are four other objectives: Individual, Organizational,

Functional, and Social.

Individual Objectiveshelp employees in achieving their personal goals,

which in turn, enhances the individual contribution to an organization.

Organizational Objectivesassist the organization with its primary

objective by bringing individual effectiveness.

Functional Objectivesmaintain the departments contribution at a levelsuitable to the organizations needs.

Societal Objectivesensure that an organization is ethically and socially

responsible to the needs and challenges of the society.
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IMPORTANCE OF TRAINING AND DEVELOPMENT

Optimum Utilization of Human Resources Training and Development

helps in optimizing the utilization of human resource that further helps the

employee to achieve the organizational goals as well as their individual

goals.

Development of Human ResourcesTraining and Development helps to

provide an opportunity and broad structure for the development of human

resources technical and behavioral skills in an organization . It also helps

the employees in attaining personal growth.

Development of skills of employeesTraining and Development helps in

increasing the job knowledge and skills of employees at each level. It helps

to expand the horizons of human intellect and an overall personality of the

employees.

Productivity Training and Development helps in increasing the

productivity of the employees that helps theorganization further to achieve

its long-term goal.

Team spiritTraining and Development helps in inculcating the sense of

team work, team spirit, and inter-team collaborations. It helps in inculcating

the zeal to learn within the employees.


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Organization CultureTraining and Development helps to develop andimprove the organizational health culture and effectiveness. It helps in

creating the learning culture within the organization.

Organization ClimateTraining and Development helps building the

positive perception and feeling about the organization. The employees get

these feelings from leaders, subordinates, and peers.

QualityTraining and Development helps in improving upon the quality

of work and work-life.

Healthy work environmentTraining and Development helps in creating

the healthy working environment. It helps to build good employee,

relationship so that individual goals aligns with organizational goal.

Health and SafetyTraining and Development helps in improving the

health and safety of the organization thus preventing obsolescence.

MoraleTraining and Development helps in improving the morale of the

work force.

ImageTraining and Development helps in creating a better corporate

image.
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ProfitabilityTraining and Development leads to improved profitabilityand more positive attitudes towards profit orientation.

Training and Development aids in organizational development i.e.

Organization gets more effective decision making and problem solving. It

helps in understanding and carrying out.

Organizational policies Training and Development helps in developing

leadership skills, motivation, loyalty, better attitudes, and other aspects that

successful workers and managers usually display.


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TRAINING AND DEVELOPMENT PROCESS

Training is one of the most profitable investments an organization can make. No

matter what business or industry you are in the steps for an effective training

process are the same and may be adapted anywhere.

If you have ever thought about developing a training program within your

organization consider the following four basic training steps. You will find that

all four of these steps are mutually necessary for any training program to beeffective and efficient.

STEP 1: ESTABLISHING A NEEDS ANALYSIS.

This step identifies activities to justify an investment for training. The

techniques necessary for the data collection are surveys, observations,

interviews, and customer comment cards. Several examples of an analysis

outlining specific training needs are customer dissatisfaction, low morale, low

productivity, and high turnover.

The objective in establishing a needs analysis is to find out the answers to the

following questions:

- "Why" is training needed?

- "What" type of training is needed?

- "When" is the training needed?

- "Where" is the training needed?

- "Who" needs the training? and "Who" will conduct the training?

- "How" will the training be performed?

By determining training needs, an organization can decide what specific

knowledge, skills, and attitudes are needed to improve the employee's

performance in accordance with the company's standards.


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The needs analysis is the starting point for all training. The primary objective of

all training is to improve individual and organizational performance.

Establishing a needs analysis is, and should always be the first step of the

training process.

STEP 2: DEVELOPING TRAINING PROGRAMS AND MANUALS.

This step establishes the development of current job descriptions and standards

and procedures. Job descriptions should be clear and concise and may serve as a

major training tool for the identification of guidelines. Once the job description

is completed, a complete list of standards and procedures should be established

from each responsibility outlined in the job description. This will standardize

the necessary guidelines for any future training.

STEP 3: DELIVER THE TRAINING PROGRAM.

This step is responsible for the instruction and delivery of the training program.

Once you have designated your trainers, the training technique must be decided.

One-on-one training, on-the-job training, group training, seminars, and

workshops are the most popular methods.

Before presenting a training session, make sure you have a thorough

understanding of the following characteristics of an effective trainer. The trainer

should have:

- A desire to teach the subject being taught.

- A working knowledge of the subject being taught.


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- An ability to motivate participants to "want" to learn.

- A good sense of humor.

- A dynamic appearance and good posture.

- A strong passion for their topic.

- A strong compassion towards their participants.

- Appropriate audio/visual equipment to enhance the training session.

For a training program to be successful, the trainer should be conscious of

several essential elements, including a controlled environment, good planning,

the use of various training methods, good communication skills, and trainee

participation.

STEP 4: EVALUATE THE TRAINING PROGRAM.

This step will determine how effective and profitable your training program has

been. Methods for evaluation are pre-and post- surveys of customer comments

cards, the establishment of a cost/benefit analysis outlining your expenses and

returns, and an increase in customer satisfaction and profits.

The reason for an evaluation system is simple. The evaluation of training

programs are without a doubt the most important step in the training process. It

is this step that will indicate the effectiveness of both the training as well as the

trainer.

There are several obvious benefits for evaluating a training program. First,

evaluations will provide feedback on the trainer's performance, allowing them

to improve themselves for future programs. Second, evaluations will indicate its

cost-effectiveness. Third, evaluations are an efficient way to determine the

overall effectiveness of the training program for the employees as well as the

organization.

The importance of the evaluation process after the training is critical. Without it,


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the trainer does not have a true indication of the effectiveness of the training.

Consider this information the next time you need to evaluate your training

program. You will be amazed with the results. The need for training your

employees has never been greater. As business and industry continues to grow,

more jobs will become created and available. Customer demands, employee

morale, employee productivity, and employee turnover as well as the current

economic realities of a highly competitive workforce are just some of the

reasons for establishing and implementing training in an organization. To be

successful, all training must receive support from the top management as well

as from the middle and supervisory levels of management. It is a team effort

and must implemented by all members of the organization to be fully successful


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STAFF TRAINING PROCESS

Training is the process that provides employees with the knowledgeand the skills required to operate within the systems and standards set by

management.

Training, in the most simplistic definition, is an activity that changes

peoples behavior.

As discussed earlier Staff Training is an indispensible part of HumanResource Management activities, more and more companies have realized how

important it is to maintain training in the changing and complex workenvironment.

STAFF TRAINING IN HOTEL INDUSTRY

In modern hotel business, it is all about competence in people, andespecially the employees qualities. The level of service quality depends on the

qualities of employees. The qualities are about knowledge, skills and thoughts

which lead to a hotels survival and development. Therefore, staff training isessential in many ways; it increases productivity while employees are armed

with professional knowledge, experienced skills and valid thoughts; staff

training also motivates and inspires workers by providing employees all neededinformation in work as well as help them to recognize how important their jobs

are.

Training and development can be seen as a key instrument in the

implementation of HRM practices and policies. Successful hotels always

include staff training as their important development strategy.

THE IMPORTANCE OF STAFF TRAINING

Staff training is a significant part as well as the key function of Human

Resource Management and Development; it is the crucial path of motivating

employees and increasing productivity in the business.


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With the development of the technologies and the whole business environment,

employees are requested to be more skilled and qualified, even if you are a good

employee today, you could be out of the line some other day if you do not keepstudying. A company needs organized staff training if wants to be competitive

among others.

Staff training is the key task to help everyone in the company to be more united.

An enterprise could hire experienced employees or train employees to be

skilled. When the company trains their own staff, by providing and forming a

harmonious atmosphere, accurate work specification and the passion of work,team spirit will be built between employees and management team within the

process.

Training of work tasks is one of the main aspects of staff training, includingprinciples at work, professional knowledge and skills, by offering employees

these essentials, staff training helps personal abilities match with business

requirements.

Training could be enormously demanding and should be in-depth; lack of

training or poor training brings out high employee turnover and the delivery of

substandard products and services.

BENEFITS OF STAFF TRAINING

Staff training enhances the capabilities of employees and strengthens their

competitive advantage. Effective training will improve the personal characters

and professional abilities. Not only employees, management and organization

would benefit from staff training, customers and guests benefit as well, becauseof the received quality products and services.

BENEFITS THE EMPLOYEE

INCREASES JOB SATISFACTION AND RECOGNITION

During the training, employees will be introduced what is the work is about,

how to do, what kind of role does the job play in the whole business, it helps

them to understand their work better and also love what they do by

understanding the work.


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ENCOURAGES SELF-DEVELOPMENT AND SELF-CONFIDENCE

After systemized training, employees will understand what important role their

jobs play, and with the information, knowledge and experiences obtained duringthe training, they will be more confident with their work, so that better services

will be provided.

MOVES EMPLOYEE CLOSER TO PERSONAL GOALS

Employees gained not only professional knowledge and skills during training,

training also broads their choices on setting career targets. They can get the

opportunity to get to know other positions, increases the possibilities ofpromotions in the meantime.

HELPS THE EMPLOYEE BECOME AN EFFECTIVE PROBLEM SOLVER

Practical experience can be taught and guided in the training; employees will

learn the methods of solving problem or complaints during training.

ALLOWS THE EMPLOYEE TO BECOME PRODUCTIVE MORE

QUICKLY

By training, employees get familiar with their work tasks, advanced knowledge

and techniques which improve their capabilities, increases productivity.

BENEFITS THE MANAGEMENT

AIDS IN EVALUATING EMPLOYEE PERFORMANCE

People who are responsible for training will find out those employees duringtraining, who are quick learners, who have better knowledge and skills, so that

different methods of training can be chosen, therefore, better results will be

acquired.


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AIDS IN SUSTAINING SYSTEMS AND STANDARDS.

Within the training, employees will be introduced to the principles and

standards of the hotel, together with the policies and procedures; hence hotelcan sustain its standards and system with the help of training.

HELPS IDENTIFY EMPLOYEES FOR PROMOTIONS OR TRANSFERS

During the training, employees abilities and personalities will be easilyidentified by experienced trainers, or some employees are more suitable for

other positions, hotels can adjust and make best use of employees knowledge

and abilities.

BENEFITS THE ORGANIZATION

LEADS TO IMPROVED PROFITABILITY

Owing to the growth of productivity and better services after training, it is more

promised for the hotel to have more profits in return.

REDUCES ACCIDENTS AND SAFETY VIOLATIONS

Without organized training and guidance, especially employees who work with

dangerous facilities, accidents are easily occurred, training can help

organizations to prevent accidents.

AIDS IN ORGANIZATIONAL DEVELOPMENT

Hotels need to develop their technologies and way of working in order to be

competitive, and staff training assures the competitiveness, because training will

bring good quality, effectiveness and loyal customers to the hotels.

REDUCES WASTAGE AND COSTLY EMPLOYEE TURNOVER

Wastage and damages in different departments are commonly found out in hotel

operation, with the help of staff training; unnecessary wastage and damages can

be avoided. Regular trainings can decrease work pressures and employee

turnover, as a result, less labor cost will be spent and better service can be

achieved.


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THE TRAINING PROCESS

Training Cycle

Training Cycle It begins with the needs assessment. A need of training

always results from the difference between an ideal expect for employees

performances and the actual performances. Trainings can also be provided for

new employees to help them get familiar with the work environment and tasksetc. HR department should consider the related aspects for example job

analysis, performance objectives etc.

The second step in the training cycle is the planning of the training.

Planning is separated into specifying training objectives, designing training

program, selecting training methods. Training goals, training method, duration,program structure, location and selection of trainees etc. practical problems are

to be answered in the planning stage.

After successfully planning the training, then the training program should

be effectively carried out following the plan. The trainer should be well

prepared and skillful, and the trainees should be actively participating in thetraining.

ASSESSING THE

TRAINING NEEDS

PLANNING THE

TRAINING

CARRYING OUT

THE TRAINING

EVALUATINGTHE

TRAINING


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Evaluation of the training is an unavoidable stage in the training process,

to get the feedback helps adjusting and organizing future trainings. Plans for

future training can be done in this stage. Evaluation is the ending stage of atraining Cycle but at the same time it is the basis for the new training cycle


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QUESTIONNAIRE

This is a questionnaire for the case study of my thesis about the staff training in

the Hotel Mintflower , considering many aspects of the employees and the staff

training. please fill in the questionnaire as truly as possible. It is ok that you

dont want to fill in the questionnaire ,but thank you all the same.

1.Name_________________________________________________________

2. Gender: Male Female

2. Age: 18-25 26-35 36-45 >45

3. Whats your previous hospitality education: (e.g. school, education, time.)

Please specify, ______________________________________________

4. Previous hotel working experience:

0-1 year 1-2 years 2-3 years >3 years

5. How long have you been working in this hotel?

1-3 months 3-12 months More than 1 year


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6. Position: ____________________________________ (e.g. Waitress, chef,

supervisor)

7. Did you have training when you started?

Yes No

If yes, for how long? ______________________________

If no, you can skip question 8.

8. What is the training about?

Hotel general introduction

Customer service

Computer system usage

Departmental guide

All

Other, _______________________________


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9. How was the first training you attended?

Important

Necessary

Just a routine

Not important Why? __________________________________

10. How often is training held in the hotel?

Just once in the beginning when work started

Once a year

Twice a year

Once a month

Daily basis

Other, _____________


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11. The trainings in the hotel are:

Mandatory Optional

12. Do you have to apply for the trainings?

Yes No

13. Where are the trainings held?

Inside hotel Outside hotel, where? ______________

14. Who held the trainings (Can be multiple choices)?

Trainers

Lecturer hired from outside

Manager

Supervisor Trainers and supervisor


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Other, ______________

15. Why are trainings important in the hotel?

(Please number them in the order of most important to the least important.

(E.g. 1=most important, 2=second important, 3= third important etc.)

1. Motivates employees and helps them perform better

2. Encourages self development & self-confidence

3.

Management team can evaluate employees performance

4. Sustains a positive attitude towards customer service

5. Improves communication between management and employees

6. Reduces accidents and safety violations

7. Helps organizational development

8. Introducing new technologies in time


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9. Not important

16. How do you satisfied with the trainings in the hotel?

Very satisfied

Like it

Neutral

Not satisfied at all

other, _______________

17. How can the training be improved?

______________________________________________________________

______________________________________________________________

______________________________________________________________

18. What is your opinion about the training system in the Hotel mint flower ?


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______________________________________________________________

______________________________________________________________

______________________________________________________________

Thank you very much for your co-operation!


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RESULTS AND ANALYSIS OF THE SURVEY

Employees Background Information

Displayed below are the results and analysis from the quantitative research,

from the statistics we would see the basic information of the employees and

their attitudes towards the trainings organized in Hotel Mintflower.

GENDER

70 questionnaires were sent out, and 50 of them have been returned by the

respondents, there are 30 male respondents and 20 female respondents

accordingly. The ratio of male to female is approximately 3:2. In the Food andBeverage department, kitchen and Housekeeping have mainly male at work,

which is the reason of the difference in gender.


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AGE

The second question is to get to know about employees age so that some

relationship between age group and trainings can be found.

1 ,AGE OF THE RESPONDENTS

Diagram shows that the main age group in all department is between 18 and 25;

the rest 11 respondents are in the age of 26 to 35.

64%

22%

12%

2%

AGE OF THE RESPONDENTS

18-25

26-35

36-45

>45


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Since hotel and restaurant business stands in a competitive and fast changing

environment, young employees from 18 to 35 are mostly chosen to work in this

industry as they can adjust to new environments quickly and easily.

The HR department should consider the age groups when

conducting a training, young workers do not like theory too much but more

interesting information is accepted by them, on the other hand, employees who

are between 26 and 35 years old can accept both. By considering this aspect, theeffectiveness of trainings could be improved.

2, WORK EXPERIENCE

This question is to find out employees previous related working experience in

the industry, the purpose of this question is to investigate the need of training

according to their related working experience. The results can be seen in figure

2 below


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Three out of four categories were chosen

by the respondents, more than half of the respondents have 0 to 1 years of

related working experience, which indicates that they need more training to be

more skillful and professional than other respondents do, because they are less

experienced and other respondents have received more training throughout their

past working life

0

5

10

15

20

25

work experince

work experince

0 to 1 22

1 to 2 16

2 to 3 5

3 more 7


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3, EMPLOYEES POSITIONS

This question is to check the respondents positions in the hotel in order to

understand the level of their received trainings during their years of working.

The positions like manager, assistant manager, supervisor etc. are listed in the

answers and positions like waitress, Housekeeper chef etc. are adjusted into the

choice of full time worker when analyzing.

full time worker managers chef supervisers asst manager

Series 3 40 4 1 3 2

0

5

10

15

20

25

30

35

40

45


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Employees are at higher level of positions received more training than full time

worker did, more attention should be paid to full time workers because they

need to have more trainings to improve their abilities and skills at work in order

to reach a higher level of position.

When analyzing the question of previous hotel working experience

with employees positions, we can find out that normal full-time workers have

less experience, some of them have just graduated from college, and some ofthem do not have a related education. Employees like supervisors, managers

have more previous experience. As we discussed above, full time workers

should have more training to improve themselves in order to reach a higher

level, and they should be earnestly considered when trainings are conducted.

4, LENGTH OF THE EMPLOYMENT

This is a question asking about employees time of stay in this hotel. Since the

hotel was opened in December, 2008, the longest time an employee can work in

this hotel would be no more than three years. Employees started to attend

trainings organized by the hotel soon after they have started working, the longer

they work in the hotel, the more training they have to participate. This questionhelps us to know about the connection between employees length of

employment and their received trainings.


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32respondents have worked in the hotel for 0-12 months; they received less

training compared with the rest respondents who have been working in Hotel

Mintflower for more than one year.

LINGTH OF EMPLOYMENT

32

11

7

LINGTH OF EMPLOYMENT

0-12 MONTHS 1- 2years >3YEAR


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TRAINING

Question number seven and eight aim to find out whether employees have

training before they started with their work tasks, if they did have

trainings, what is the training about. 40 respondents did not have training

when they started, 10 other respondents did have, and the trainings were about

hotel general introduction, customer service, computer system usage,

departmental guide etc.

According to the Assistant Manager of Human Resource, it is not possible to

organize training for every new employee, because they are hired at separate

times, it will be reasonable and cost efficient to organize training for a group of

new employees.

However, adequate trainings before the work help employees get used to the

environment and work tasks very quickly and avoid the obstacles and possible

accidents during work. Adequate trainings before work lead to the better

attitudes towards their work, as a result, better services will be offered to

customers. In this case, the hotel organized a beginners training only when

there is a group of new employees in order to save costs for the department, but

trainings before work is more beneficial if possible to be organized.


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The human resource department should also understand the importance of staff

training, either the trainings are organized before the work starts or afterwards,

and to realize the benefits brought by staff training so that they will pay more

attention to all the trainings that will be organized. HR department should be

informed about the importance of the trainings and make all efforts in assisting

organizing the trainings in order to help employees to improve, to ensure the

growth of the business and to achieve better results from staff trainings.

5,EVALUATION OF TRAINING

This question is about employees evaluation of the first training they have

taken part in, the results help the author to know the employees attitude towards

the first training held in the hotel.

78%

18%

4%

EVEALUATION OF TAINING

Important Necessary Just a routine


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Most of the respondents think trainings which they firstly attended was

important, similar number goes to the choice of necessary, and 8 respondents

thought the first training was just a routine. No respondents thought the first

training they attended was not important.

Most of the employees realized the importance of the first training; this means

that the goals of the first training were successfully achieved, which are

introducing employees about the general information and helping employees toget familiar with the work environment and the work itself.

In the open question in the questionnaire I noticed that some of the respondents

thought the trainings took too much time every day, and some of them thought

less training would be better, which indicates they have not really realized the

meaning of or are not satisfied with the whole training system.

FREQUENCY OF TRAINING

In the next question, the frequency of training was asked, 45 respondents

suggested that the training is on daily basis and the rest 5 respondents chose

they had trainings twice a year.

The quality and quantity of training should be kept on the same level, as

discussed above, employees complain that the training takes too much time

every day, the contents of trainings are repeating etc. On the other hand, trainers

and HR department hold different opinions about repeating training; they think

repeating training helps to improve employees mastery of knowledge, skills so


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that they can provide better customer services. Management team has very high

expectations on training; however, the outcomes are not very satisfied so far,

therefore, management and employees should communicate better so the

employees will be willing to experience training and learn more from trainings.

FACTS ABOUT TRAINING

The following three questions are trying to find out if the trainings are

mandatory or not, whether employees need to apply for the trainings or not and

where are the trainings held. With the help of these three questions we can see

what the hotels attitude towards trainings is.

The trainings are mandatory on attendance; Hotel Mint Flower requires every

employee to improve himself/herself through different kinds of trainings. The

management team can evaluate the employees better by knowing their

personalities, what they are good at and what they are lack of so that it is easier

to make better plans for trainings. Employees do not have to apply for the

trainings, as they are required to attend the trainings. All the trainings are held

inside the hotel. Most of trainings are using the hotel facilities as a helping tool,

training room, restaurants, kitchens etc.

The results explain that the hotels expectation on training is high; monthly

trainings are organized to improve employees qualities and to assist employees

to deliver better customer services continuously. If possible, when training

budget allows, outside trainings are also worth organizing, outside trainings


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diversify and increase the interestingness of training, and if the training methods

used properly, the results could be better than expected.

THE TRAINERS

This question aims to look for persons who are responsible for the trainings held

in Hotel Mintflower, either trainers hired from the hotel, or teachers sourced

from outside agencies.

According to the training system in Hotel Mintflower, trainings are mostly held

by trainer and supervisors employed by this hotel, trainers are completely

responsible for the Passport to Success program, language training is also held

by one of the trainers, supervisor is responsible for 15 minutes training and

guidance during work time, trainers sometimes are there to assist.

As the author explained above, 34 of all respondents receive trainings which

held by trainers and supervisors, other 16 respondents are trained by the

trainers.

THE IMPORTANCE OF TRAINING

This is a question for respondents to order the importance according to their

opinions, in the order from the most important to the least important factor. The

answers can just represent employees own thoughts but at the same time, to a

certain extent, these choices indicate their opinions about the existing training

and expectations for them, what trainings should be in their minds


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1. Motivates employees and helps them perform better

2. Encourages self development & self-confidence

3. Management team can evaluate employees performance

4. Sustains a positive attitude towards customer service

5. Improves communication between management and employees

6.

Reduces accidents and safety violations

7. Helps organizational development

8. Introducing new technologies in time

9. Not important


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0

10

20

30

40

50

60

AxisTitle

Axis Title

IMPORTANCE OF TRAINING

very importnt

importnt

nutralnot satisfied


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SATISFACTION OF TRAINING

By knowing the satisfaction of employees towards staff trainings helps Human

Resource department to adjust the trainings which will lead to preferable results.

The results explain us that over half of the respondents were feeling slightly

satisfied with the organized trainings, other 15% of participants do not feel the

trainings are at their best favorites.

According to employees opinions obtained in the open question, which

indicates that they were satisfied with the trainings because the trainings are

well planned and organized, employees were pleasant to participate, and they

have learnt from the trainings. On the contrary, trainings still need to be

improved and adjusted to be more appealing and effective.

15%

25%

54%

6%

SATISFACTION OF TRAINING

Not Satisfied

Neutral

Like It

Very satisfied


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SUGGESTIONS ON IMPROVEMENT

Many respondents spoke highly of the trainings in this question; they thought

the trainings are helpful, well planned in long-term view and well implemented,

they also considered the trainings express Mint Flowers service spirit, and the

trainings encourages them to perform better in their work fields.

Dissatisfactions from employees point of view:

Some participants suggested that the trainings are part of their everyday work

tasks which cost too much time, sometimes they have to work overtime for the

training, and the training contents are repeating. Three respondents claimed that

trainings for beginners contain too much theory, which is distracting when

sitting a long day in the training room. Moreover, some respondents indicate

that more specific trainings should be organized, such as obtaining knowledge

about wine and other language training besides English.


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CONCLUSION

Human Resource Management has been enormously important in the hotel

business, when dealing with people, the basic requirement for the enterprise is

to have good internal relationships between management and employees.

Favorable Human Resource Management ensures business growth, and staff

training is the most effective way to develop employees in order to have a good

HRM. Therefore, staff training is concerned a lot in nowadays businesses.

Staff training is an essential management tool, it has many benefits, such

as shortens the study time, increases work effectiveness, helps employees and

the company itself to compete in the fast changing environment, reduces

damages and wastage. Staff training is a way of motivating employees,

upgrading their skills, expanding their knowledge, preparing employees for self-development.

From both quantitative research and qualitative research we know that the

trainings are very important and should be carefully considered, but in Hotel

Mintflower there are some existing problems with trainings.

The outcomes of training are not as expected; because some employees are not

aware of the importance of training and what they will benefit from staff

training so that trainings are regarded as normal courses to participate.

There is a lack of good communication between management and employees,

when employees have complaints about trainings for instance the trainings are


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time consuming, but management team does not know, so that the trainings

would never be improved until they communicate.

About one thirds of the employees felt they did not get self-development and

build self-confidence after the training, which did not match the purpose of the

trainings.

POSSIBLE SUGGESTIONS:

1. Help employees to know staff training and understand the importance of it.

Human resource department could explain to the employees about the

objectives of the trainings, and what employees will benefit from the training,

meanwhile, the employees should be told that how can they use what they learnt

from the trainings in the future. As human resource department planned to

invite employees and trainers from sister hotels to introduce their experiences is

a good way to remind employees of the importance of staff training.

2. Increase the communication between management and employees by getting

feedback from employees in order to know what they like and what can be

improved in the trainings to get better outcomes. And trainers can observe while

conducting trainings, some employees would not express themselves even

though they do not feel satisfied with the trainings. Moreover, employees from

human resource department could attend the trainings themselves to find the

problems and how does it feel when they are trainees. To understand each other

better will bring better results for the trainings.


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3. Guide employees to realize that improving themselves is the main aim of

training. The main purpose of staff training in the case hotel is to improve

employees qualities in order to provide better customer service, but employees

did not consider self development as the most important reason for trainings,

therefore, they should be led to the right direction, which is to improve

themselves and customer service but not for competition or promotion etc.

OTHER REASONS.

Finally, from this study, the importance of staff training is discovered, in order

to help human resource department of the case hotel to solve current problems

in staff training as above discussed, possible suggestions are provided. To

improve the recent situation needs time and it requires the co-operation of both

management team and employees. I do hope this study have some value inhelping the hotels Human Resource Development.

Documents

Training Development Full